Saturday, April 15, my daughter, wife and myself endured one of the most unpleasant days we have ever had. My daughter is in her third year of med school at U of T, and my wife and I drove up from Niagara Falls to assist with her move from an apartment building to a condo in the downtown area of Toronto.
After receiving Magnum Moving's response (below) to my request for an estimate, I booked a truck and 2 movers on March 15 for the above date with Sergio (Confirmation # 3145). The movers were scheduled to be at 100 Alexander Street, Toronto at 1100 AM, April 15. Sergio quoted the same hourly rate specified in the email. One week prior to the moving date, I called to reconfirm my booking.
With no sign of the movers at 1130 on Saturday, I called Magnum for an ETA, and was advised that a truck had broken down, and that they would be another half-hour to an hour. At approximately 1315, the movers called asking for directions and finally arrived at 1345. It's been my experience that most professional drivers plan their routes prior to departure. I have an issue with this because the service elevator at our destination was reserved for a 3 hour slot per move, and security there is firm on this. My time slot was 1300 to 1600 (I advised Sergio of this when making the original booking and when reconfirming it). It took some negotiating to have them extend my time by another 2 hours. I also had other things to attend to after the move, which, of course, I was unable to do.
Upon arrival at 100 Alexander, one of the movers had my wife sign a form which was not explained to her (I assume it was an agreement to waive damage insurance??). She was not offered a copy. He then insisted that she authorize the credit card slip before even beginning the move. This doesn't sound like standard operating procedure to me. We were already running very late, and she signed the slip to get things going. They had us cornered. Where else were we to hire a mover on a Saturday of an Easter weekend?
"This is a Door-to-Door service; our men load everything, and unload everything, you do not have to touch anything'" This quote is from the "What is Included" section in their email below. In fact, the movers actually asked me to move a number of items myself. My van was already nearly full of things we moved while waiting for them.
Also, for your infornation, during the moving process, my daughter had over $6000 worth of belongings stolen (at last count). The first 2 items that were conspicuously missing were an X Box and duffle bag full of clothes. My initial reaction was to suspect the movers. However, over the next few hours, it became apparent that many more things were missing. These things were not lost or misplaced... they were stolen at some point between the arrival of the movers and the time they left our destination.
I am not suggesting that the movers were responsible for any of this, and I would not be able to prove that they were. However, it is possible, and I feel they should be at least questioned about this. The following is from Magnum's company website at magnummoving.ca/moving.html ..."They are instructed to give you their complete attention and rest assured that all your goods are covered by insurance". What exactly is covered and for how much, I don't know.
Finally, I have to dispute the amount that we were charged for the move.By the way, before presenting me with the bill, the driver actually had the nerve to ask me for $5 because he didn't have enough money to buy cigarettes!! He said he would deduct that amount from my bill.
The following is the itemization of charges given to me by the driver upon completion of the move. The question marks represent illegible numbers or letters:
5 hrs. X 69.99 = 349.95
? fee X 69.99
&&&-
419.94
??? 5% = 20.99
Tax = 66.14
&&&-
Total = 507.07
Cigarette money - 5.00
&&&-
502.07
As you can see, the rate charged is $10 per hour more than quoted in their email and by Sergio. The movers arrived at 1345 and completed the move at 1710 (this was verified by surveillance tapes). That's not quite 3 and a half hours.
When I questioned the driver about this, he explained that those are the rates and that there is a minimum 4 hour charge plus 1 hour travel time. There is no mention made of a 4 hour minimum charge anywhere in their email or website magnummoving.ca/rates.html, nor was it mentioned by Sergio. (" There is an hourly labor charge, based on the number of movers on the team, including truck and moving equipment. Hourly charge starts once movers arrive to your house and finish when the service is completed at your new address."... this is on their website https://www.magnummoving.ca/rates.html).
Their "FAQ" page also specifies a minimum charge of "two or three hours". The travel time charge was not pointed out to me either until the movers arrived. This is, at the very least, misleading. When I questioned the driver about the bill, he suggested I call the dispatcher, which I did. While I was talking to him, the movers left without waiting to see if the issue could be resolved. I also found this totally unprofessional.
I have no idea what these other charges are for (? fee X 69.99 and??? 5% = 20.99). These charges were certainly not indicated anywhere or by anyone at all.
Based on information that I was given upon booking and information available in Magnum's email and website, I estimate my total charges to be, at the very most:
4 hrs. X 59.99 = 239.96
1 hr. travel time = 59.99
&&&-
299.95
Tax = 44.99
&&&
Total = 344.94
Cigarette money - 5.00
&&&--
339.94
After repeated attempts to contact Magnum Moving by phone and email since April 15, as of this date, I still have not received any response. All I get is an answering machine asking to leave a message. I am, of course, seeking restitution in the form of a refund or some other compensation for the overcharge.
But, I am also intent on making others aware of how misleading some advertising can be, and how questionable, and possibly even illegal, some company's practices are. I feel that Magnum Moving misrepresented themselves to me in several ways in this particular instance.
Below, is a copy of the moving proposal submitted to me March 15 by Magnum Moving. I can forward the original email if you wish:
&-- Original Message &--
From: Magnum Moving
To:
Sent: Wednesday, March 15, 2006 11:18 AM
Subject: Moving Proposal
March 15, 2006
Reference # 3142
Dear,
We would like to thank you for considering Magnum Moving, as we are aware that you have a lot of options and we do greatly appreciate the chance to gain your business.
We have pleasure in submitting the following:
The Move
The length of time required for loading and unloading household goods varies. How well you are prepared on moving day affects this time.
The Rates
For 2 experienced movers plus fully equipped truck $59.99 per hour
For 3 experienced movers plus fully equipped truck $89.99 per hour
What Is Included
As a complimentary Magnum Moving provides at NO ADDITIONAL COST:
Included in our rates are five (5) free wardrobe rentals on moving day for clothes on hangers.
We also provide professional quilted furniture blankets to protect your belongings.
Mattress Covers are used during the move to protect your box springs and mattresses.
We can supply floor coverings to protect light coloured carpets, hardwood and tiled floors, at no additional expense to you.
We will disassemble and reassemble any items you designate.
All our trucks come equipped with dollies and ropes for proper furniture handling.
This is a Door-to-Door service; our men load everything, and unload everything, you do not have to touch anything.
We will blanket-wrap all the furniture, shrink-wrap the necessary items and place runners on your floors.
Packing Material
If you will need Packing material,
Price per item:
Regular carton (18x15.25x12.5)-$2.00; standard carton (18.25x18.25x21)-$4.00; large carton (18x18x27)-$5.00; china carton (18x18x28)-$7.50; crystal carton (17.75x17.75x24.625)-$8.50; lampshade carton (22x22x18)-$9.70; floor lamp carton (12x12x40)-$7.50; mattress bags single-$12.00 double-$13.00 king/queen-$15.00; picture/glass cartons large 2pc. (42x4x66)-$14.30 small (37x4x30)-$6.90; box of wrapping paper-$23.00; 2? x72 yd. tape-$2.80;
At times, we have used packing material available at discounted prices. Normally, used material will cost 2/3 of the cost of new.
Final bill will be adjusted upon completion of the job according to the actual time.
This offer is valid for 3 days (may change without notice).
If you have any questions or require further assistance please contact us at 416-826-1685 or visit us at www.magnummoving.ca and we will try our best to help you out.
We guarantee the lower rates and superb service!
Sincerely,
Alex
Sales Executive
Magnum Moving
Vic
Niagara Falls, Ontario
Canada
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